Team Manager - Complaints and Information

An opportunity has arisen for someone to be appointed as a permanent Team Manager for our busy Complaints and Information team. The team handle a variety of information requests and complaints including SAR, FOI, Police Disclosures along with complex statutory complaints for Adult and Childrens Social Care and corporate complaints.

This is a multi-specialist team who work to strict legislative service levels. Their role is to manage complaints and information to a successful outcome, coordinating responses within strict timelines, on behalf of the Council. 

The post holder will lead a team who will be working with a wide variety of NCC staff, including Councillors, Senior Leadership teams, Information Governance, Legal teams, external regulatory bodies and of course residents of Nottinghamshire. They will also manage the relationship with the Local Government Social Care Ombudsman,

The successful applicant will be responsible for the day to day management of this operational team:

• Attending Governance and Ethics committees to provide regular updates on performance and issues
• Ensuring there are regular, reflective 1-2-1's and team meetings in place with team members
• Completion of an annual Business Plan that is aligned to the overall Council's ambitions
• Be responsible for ensuring that all team members understand their role, goals and ambitions of the council and service and have the skills and resources in place to deliver on plans.
• Taking ownership and be responsible for continuous process and system improvements
• Provide support to the Senior Practitioners, Team Leader and the overall team (which includes the management of County Hall reception staff)
• Ensure the team are kept updated regular, have training and development plans in place and that the department as a whole have annual appraisals which are reviewed every 6 months

Some of your priorities will be: managing safeguarding processes; supporting with budget management; recruiting staff; supporting the department's restructure and monitoring the performance of the team and department as a whole.

You will also have the opportunity to contribute towards discussions about the strategic direction of the Complaints and Information service.  

We require a skilled and confident leader with a wealth of management experience who has a thorough understanding of complaints and information requests within a public organisation and the associated legislation and governance. 

Additionally, you will need to be skilled at managing operational change and supporting staff to develop resilience and autonomy and to be able to demonstrate outstanding communication skills with all stakeholders.

If you wish to discuss this opportunity further, please contact Marie Rowney at marie.rowney@nottscc.gov.uk

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